Bot Trends 2017

1. David Pichsenmeister @3x14159265 BOT TRENDS 2017 David Pichsenmeister david@orat.io Jan, 2017 Intelligence orat.io/bot-trends

2. David Pichsenmeister @3x14159265 Outline 1) Global Messaging Trends 2) Global Bot Trends 3) Conversational Interfaces 4) Structured Inputs & Webviews 5) Canonical Interfaces 6) Group Messaging 7) Human Supervision 8) Bot Discovery 9) Monetization

3. David Pichsenmeister @3x14159265 “Messaging is one of the few things that people do more than social networking.” Mark Zuckerberg, Founder of Facebook

4. David Pichsenmeister @3x14159265 Global Messaging Trends

5. David Pichsenmeister @3x14159265 https://www.statista.com/statistics/325926/monthly-app-downloads-of-us-smartphone-users Monthly app downloads of US Smartphone users

6. David Pichsenmeister @3x14159265 https://www.statista.com/statistics/325926/monthly-app-downloads-of-us-smartphone-users Monthly app downloads of US Smartphone users 49%zero apps

7. David Pichsenmeister @3x14159265 https://www.statista.com/statistics/473831/number-of-daily-smartphone-apps-used-usa # of apps used per day by US Smartphone users

8. David Pichsenmeister @3x14159265 https://www.statista.com/statistics/473831/number-of-daily-smartphone-apps-used-usa # of apps used per day by US Smartphone users 72% use <= 6 apps

9. David Pichsenmeister @3x14159265 https://www.comscore.com/layout/set/popup/Request/Presentations/2015/The-2015-US-Mobile-App-Report Digital growth coming mostly from mobile

10. David Pichsenmeister @3x14159265 https://www.comscore.com/layout/set/popup/Request/Presentations/2015/The-2015-US-Mobile-App-Report Digital growth coming mostly from mobile

11. David Pichsenmeister @3x14159265 http://www.businessinsider.de/the-messaging-app-report-2015-11

12. David Pichsenmeister @3x14159265 Source: http://flurrymobile.tumblr.com/post/155761509355/on-their-tenth-anniversary-mobile-apps-start * Time spent in Messaging & Social in Q2 2015: 68min (https://yahoodevelopers.tumblr.com/post/127636051988/seven-years-into-the-mobile-revolution-content-is) Messaging and social app time spent grows 394% Year-over-Year

13. David Pichsenmeister @3x14159265 https://www.appannie.com/jp/insights/understanding-global-messaging-app-user Most engaged messaging app users by country

14. David Pichsenmeister @3x14159265 https://www.appannie.com/jp/insights/understanding-global-messaging-app-user Most engaged messaging app users by country Avg. 48 minutes

15. David Pichsenmeister @3x14159265 https://www.similarweb.com/blog/messaging-apps Average time spent per day in messaging apps

16. David Pichsenmeister @3x14159265 Global Bot Trends

17. David Pichsenmeister @3x14159265 Global Bot Trends 1) 72% of US smartphone users use less than 6 apps on a daily basis Existing platforms are becoming more important, apps opening possibility to build applications on top of their platform 2) Digital growth mostly coming from mobile usage Instant messaging is driven by mobile with 91% of digital time spent in this category 3) Platform shift In 2008 people started using smartphones over desktops, in 2016 people shifting to use applications built on top of existing platforms → Bots

18. David Pichsenmeister @3x14159265 > > Webapps Apps Bots Distribution channels are shifting

19. David Pichsenmeister @3x14159265 Chatbot A computer program designed to simulate an intelligent conversation with one or more human users via conversational interfaces.

20. David Pichsenmeister @3x14159265 Bots lightweight apps within messengers

21. David Pichsenmeister @3x14159265 “Chat apps will come to be thought of as the new browsers; bots will be the new websites. This is the beginning of a new Internet.” Ted Livingston, Founder of Kik

22. David Pichsenmeister @3x14159265 Messaging Apps Drivers in Bot Trend

23. David Pichsenmeister @3x14159265 https://www.statista.com/statistics/325706/global-internet-user-penetration ~ 3.5 Bn ~ 4.5% Y/Y Global Internet Users

24. David Pichsenmeister @3x14159265 * Registered usershttps://orat.io/blog/current-numbers-for-mobile-messengers-q4-2016 Skype 300 Mio MAU Messenger 1.1 Bn MAU WhatsApp 1.2 Bn MAU WeChat 806 Mio MAU Kik* 300 Mio users Line 220 Mio MAU Viber 240 Mio MAU Telegram 170 Mio MAU Global Messaging Users

25. David Pichsenmeister @3x14159265 Messaging Apps Natural Language Understanding / ML Drivers in Bot Trend

26. David Pichsenmeister @3x14159265 intent: restaurant_search entities: cuisine: mexican area: vienna I’m looking for a Mexican restaurant in Vienna.

27. David Pichsenmeister @3x14159265 … and more TensorFlow (Google) Api.ai (Google) Rasa NLU (LastMile) Google Cloud Platform NLU API Wit.ai (Facebook) LUIS (Microsoft) Watson (IBM) NLP & AI Tools

28. David Pichsenmeister @3x14159265 Messaging Apps Natural Language Understanding / ML Voice Drivers in Bot Trend

29. David Pichsenmeister @3x14159265 http://www.slideshare.net/kleinerperkins/2016-internet-trends-report/125?src=clipshare ● 2014 Baidu - 1 of 10 searches through voice ● 2016 Android - 1 of 5 searches through voice ● 2020 Baidu - At least 50% searches through voice and images

30. David Pichsenmeister @3x14159265 Conversational Interfaces

31. David Pichsenmeister @3x14159265 Conversational Interfaces ● Understanding natural language Chatbots understand and answer in natural human language ● Multimedia Users can interact through text, voice or even images ( → image recognition). ● Human-like conversation Users can communicate with the service as they would do with a person, keeping track of the context from previous messages or ongoing conversation. In many cases the bot represents a persona.

32. David Pichsenmeister @3x14159265 Siri (Apple) Cortana (Microsoft) Echo (Amazon) Google Home / Google Assistant Smart Assistants

33. David Pichsenmeister @3x14159265 Structured Inputs & Webviews

34. David Pichsenmeister @3x14159265 Structured Inputs 1) Enriched UI Elements Predefined templates and elements can be used to enrich UI and UX within conversation 2) Specific to every messaging network Quick replies, buttons, persistent menus, list templates, carousels, ... 3) Supportive conversation Structured inputs are used to support user flows & shortcuts, advance user input and minimize typing effort for users

35. David Pichsenmeister @3x14159265 Structured Inputs

36. David Pichsenmeister @3x14159265 Webviews 1) HTML5 Webviews Webviews or micro HTML sites can be used within a conversation 2) Enrich chat with custom elements Webviews can be used to create custom rich elements, e.g. datepicker, galeries, forms, profiles, ... 3) App-like rich interaction Custom visual elements or mini HTML sites support providing an app-like experience within a chat

37. David Pichsenmeister @3x14159265 Webviews

38. David Pichsenmeister @3x14159265 Webviews

39. David Pichsenmeister @3x14159265 Canonical Interfaces

40. David Pichsenmeister @3x14159265

42. David Pichsenmeister @3x14159265 Canonical Interfaces 1) Separated channels → Unification Instead of having different channels for different usecases (e.g. newsletter = email, product discovery = app, Support => livechat), bots can combine this channels into a canonical interface, providing different usecases through chat and enriched interaction elements 2) Companies combine their well established channels into one canonical interface Discovery, Website, Customer Support, RSS, Newsletter, Email, eCommerce, … => all within one chat

43. David Pichsenmeister @3x14159265 Canonical Interfaces 3) Transfer existing usecases into new channel Rather than creating new usecases, existing ones are transferred and combined into a single chat. 4) History of every interaction User and business get a log of every interaction 5) Streamlined interface Instead of a state-based interface (e.g. apps) all interaction is in one single stream

44. David Pichsenmeister @3x14159265 Companies already transferring usecases into chat

45. David Pichsenmeister @3x14159265 Group Messaging

47. David Pichsenmeister @3x14159265 Group messaging 1) Add bots to group chats Bots can be added to groups making it possible for multiple people to interact with the bot as a group chat member. 2) Inline bots Inline bots can be called on-the-fly within every conversation just by mentioning the bot. This is possible in 1-1 chats and group chats.

48. David Pichsenmeister @3x14159265 Group messaging Bot in group Inline Bots

49. David Pichsenmeister @3x14159265 Supported Type of Chats Private Chat Group Chat Bot Chat Bot Group Chat Inline Bot ✅ ✅ ❌ ❌ ❌ ✅ ✅ ✅ ❌ ❌ ✅ ✅ ✅ ❌ ❌ ✅ ✅ ✅ ✅ ❌ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅ ✅

50. David Pichsenmeister @3x14159265 Human Supervision

52. David Pichsenmeister @3x14159265 Human supervision 1) Customer Care Agent → Supervisor Traditional customer care agents transition to supervisors of bots 2) Human Assistance/ Human Takeover Humans can takeover conversations when needed or assist users if they got stuck 3) Human assisted AI Bots are trained from humans and can learn based on their interaction and dialogs with users

53. David Pichsenmeister @3x14159265 Bot Discovery

54. David Pichsenmeister @3x14159265 Bots can be discovered through ● Bot stores ● Search within messaging network ● Featuring in messaging network ● Shortlinks ● QR Codes ● External listing sites (Botlist, Chatbottle, …) ● PR ● Ads

55. David Pichsenmeister @3x14159265 Discovery Options Bot Store QR Codes Shortlinks Featured Bots ❌ ❌ ❌ ❌ ❌ ✅ ✅ ✅ ✅ ✅ ❌ ✅ ✅ ❌ ❌ ❌ ✅* ❌ ✅ ✅* ✅ ✅ ❌ ✅ ✅ ✅ ✅ ✅ * Unofficial Store

56. David Pichsenmeister @3x14159265 Monetization

57. David Pichsenmeister @3x14159265 Monetization 1) Subscription Providing an ongoing service that the user pays for

60. David Pichsenmeister @3x14159265 Monetization 1) Subscription Providing an ongoing service that the user pays for 2) Analytics and Market research Helping brands understand the audience through engaging conversations or games

63. David Pichsenmeister @3x14159265 Monetization 1) Subscription Providing an ongoing service that the user pays for 2) Analytics and Market research Helping brands understand the audience through engaging conversations or games 3) Selling goods Bots are becoming new channels to sell goods and services

65. David Pichsenmeister @3x14159265 Monetization 4) Referral fees Bots helping to decide which service to consume

68. David Pichsenmeister @3x14159265 Monetization 4) Referral fees Bots helping to decide which service to consume 5) In-Bot virtual goods Sell virtual goods inside bots, e.g. games

70. David Pichsenmeister @3x14159265 Monetization 4) Referral fees Bots helping to decide which service to consume 5) In-Bot virtual goods Sell virtual goods inside bots, e.g. games

71. David Pichsenmeister @3x14159265 Disclosure This presentation has been compiled for informational purposes only. The presentation relies on data and insights from a wide range of sources, including public and private companies, market research firms and government agencies. Specific sources are cited where data are public. Updates, revisions and clarifications will be posted to the oratio website. Thanks Thomas Schranz (Lemmings I/O), Peter Buch (Swell), David Pfluegl (nuwings, Lemmings I/O) for input and feedback

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